The player from Germany requests the permanent closure of her casino account due to a severe gambling addiction, expressing dissatisfaction with a previous temporary self-exclusion. She urges immediate action to ensure her account is closed permanently and seeks written confirmation to prevent any reopening.
Roibets Casino - Player’s account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
3d 5h 19m 59s
Roibets Casino
Safety Index 1.8 Very lowCase summary
Discussion
Public
Public
5 days ago
Translation
Subject: URGENT: Permanent account closure and self-exclusion due to gambling addiction
Dear Support Team,
I am writing to request the permanent and irrevocable closure of my account at your casino, as I suffer from a severe gambling addiction.
I previously requested permanent self-exclusion, but your team only imposed a temporary one-month ban instead. A temporary ban is completely unacceptable and puts me at great risk. My explicit and primary wish is for lifetime exclusion to protect me from the harms of gambling.
I urge you:
To permanently and completely close my account with immediate effect.
To confirm to me in writing that the account has been closed permanently and will not be reopened under any circumstances.
Should this not be resolved immediately, I will formally escalate this matter through Casino Guru and other relevant regulatory bodies for breach of responsible gambling standards.
Best regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 days ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roibets Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- Have you contacted customer support to specify that you require a permanent self-exclusion rather than a temporary one?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
